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					  A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                       2011


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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                               Chapter I

                              INTRODUCTION
        The banking industry like many other financial service
industries is facing a rapidly changing market, new technologies,
economic uncertainties, fierce competition and more demanding
customers and the changing climate has presented an unprecedented
set of challenges. Banking is a customer oriented services industry,
therefore, the customer is the focus and customer service is the
differentiating factors.

        The banking industry in India has undergone sea change since
post independence. More recently, liberalization, the opening up of the
economy in the 90s and the government's decision to privatize banks
by reduction in state ownership culminated in the banking reforms
based on the recommendations of Narasimha Committee. The prime
mover for banks today is profit, with clear indications from the
government to 'perform or perish'. Banks have also started realizing
that business depends on client service and the satisfaction of the
customer and this is compelling them to improve customer service and
build up relationship with customers.

        With the current change in the functional orientation of banks,
the purpose of banking is redefined. The main driver of this change is
changing customer needs and expectations. Customers in urban India
no longer want to wait in long queues and spend hours in banking
transactions. This change in customer attitude has gone hand in hand
with the development of ATMs, phone and net banking along with


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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

availability of service right at the customer's doorstep. With the
emergence of universal banking, banks aim to provide all banking
product and service offering under one roof and their endeavor is to be
customer centric. With the emergence of economic reforms in world
in general and in India in particular, private banks have come up in a
big way with prime emphasis on technical and customer focused
issues.




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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
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                                       Chapter – II

 INTRODUCTION TO THE PROBLEM



STATEMENT OF THE PROBLEM

        Customer satisfaction is the most discussed subject in todays

world competitive market. For use successful running of a service,

customer satisfaction is important. For a service, customer depends on

the service actually offered relative to the customers expectations.

SBT has a strong market in Kerala. SBT is a associate bank of State

Bank of India. Now SBT has many branches all over Kerala.

        In order to maintain and improve the present market, the

management has to know the customers attitude towards SBT. So it

is felt that a study considering some variables of customer satisfaction

of SBT customers be conducted at Karunagapally with reference to

SBT Karunagapally branch.




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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

OBJECTIVE OF THE STUDY

   1. To find out the level of customer satisfaction of SBT with

        reference to Karunagapally branch.

   2. To access the customer satisfaction regarding various services

        offered by the bank.

   3. To make recommendation on the basis of the findings of the

        study.

SCOPE OF THE STUDY

      The study helps to understand the present market positions of the

customers, and how much they are satisfied with the bank.

METHODOLOGY

      This study mainly depends on primary data. Primary data are

collected through questionnaires and interview. The secondary data

i.e., company records, journals, magazines and web sites are also used

for the study.

      Sampling is a technique of inspecting or studying only a selected

representives or adequate fraction of the population. Hence,

convenience sampling method is used because of location and

contacts with the units.




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      A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                           2011

         The method is used in everyday life. In this survey 50 customers

are selected for sampling. The sample tools adopted are questionnaire

and interview schedule. A single customer represents a sample.

DATA SOURCES

           The sources of information are generally classified as primary

and secondary.

(1)        Primary

           Primary data are collected by conducting face to face interview

with respondents. This data were also obtained by issuing

questionnaires to the respondents.

(2) Secondary Data

           Secondary data were collected mainly from company records

and journals, magazines also provided information about product and

industry. Information from companies websites also provided

secondary data about plans and products.

ANALYSIS TOOLS USED

           Analysis tools used are percentage and                                                diagrammatic

representation.




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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

LIMITATIONS

(1) Time allowed for the study was not sufficient to cover the market

area.

(2) A        small         sample          was        selected          and        was        restricted   to

        Karunagapally. It might not be true representation of whole

        market.

(3) Some did not respond properly to the questionnaire.




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                                                                                                        2011



                                             Chapter III

        CUSTOMER SATISFACTION –
                                AN OVERVIEW
Introduction

        Customer or buyer is the central figure of all marketing

activities. It is the consumer who determines the growth, prosperity

and even existence of a business enterprise. Hence the marketer

should always feel the pulses of consumers "The mind decides and the

body acts". But what goes on in the mind of a consumer is difficult to

understand. His mind is black box were in several influences

operating to decide his buying patterns with regard to product or

service. The marketers need to understand fully the working of buyers'

mind and use suitable strategies to create a favorable orientation in the

mind of consumers. He must plan his production and distribution to

meet the needs and convenience of consumers rather than his own. He

must have a clear understanding of consumer behaviour.


Who is a Customer?

        "Customer is a person who buys goods or services for his own

consumption for the satisfaction of his needs". Thus "customer is an



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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

ultimate user of a product". But buyer or customer is a person who

buys goods either for resale or for production or for the use of

somebody else/For e.g.: if a man buys mango and is used by him to

satisfy his hunger, he is called a consumer. But if a man buys a saree

and his wife uses it, he is called a buyer. Therefore the two terms

'consumer and buyer' are different in the true sense. However in the

"Consumer Protection Act 1986" defines the term consumer includes

buyers also.


Consumer behaviour

         Market consists of buyers. Hence it is the behaviour of buyer

that is central to an understanding of markets. A business enterprise

without having consumer understanding cannot fulfill its obligation of

consumer satisfaction. Marketers must study their customers' wants,

preferences and buying behaviour.

        Such a study will produce clues for developing new products

and for making changes in the existing products and other marketing

mix elements. .It is not the policies that bring changes in the market,

it's the behaviour of the consumers. The marketing programs and

policies depend up on the consumers' behaviour. The consumers'

needs, attitudes and buying behaviour is ever changing. The buying

behaviour of consumers depends on certain factors like income,

location, sex, social status, psychology etc.


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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
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        In the words of Walters and Paul, "Consumer behaviour is the

process whereby individuals decide what, when, where, how and from

whom to purchase goods and services."


Customer satisfaction

        Consumers are the largest of the activities of marketing

department of a company. Today business world recognize that

"Consumer is the king". The primary reason for producing quality

product and delivering quality services is customer satisfaction.

Without customer satisfaction organizations are unlikely to measure

their sales and revenue. Customer satisfaction is the result of

delivering a product or service that meets customer's requirements.

        According to the "Journal of Advertising Research", customer

satisfaction service is one of the faster growing areas of market

research. This is understandable even in the context of the Indian

market where we are moving towards market economy with customer

on the central focus. There are alternative definitions for customer

satisfaction/dissatisfaction.                  It      is     a      comparison              of         customer

expectations with perceptions regarding the service encounter.

        The satisfaction of the customer is perhaps the most sensible

objectives of business firms. Until recently importance of

consumption was overlooked. But now, business men are trying to



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ascertain the preferences tastes, attitudes, etc of the customers. These

business activities must be turned in such a way as to secure

maximum satisfaction of the customers. For the purpose all the

necessary information should be collected from the consumers.

        In order to satisfy his needs and wants the customer purchases

certain goods on the impression that it would satisfy his needs and

wants. If the product satisfies him, he will buy more and more of the

same product. He will also advertise about the product to others. If he

is dissatisfied he will stop consuming the product. Measuring

customer's satisfaction is important because 25% of customers

dissatisfied would be enough to stop doing business.

        Peter Drucker observed that a company's first task is to "create

customers". Satisfaction is the person's feelings of pleasure or

disappointment resulting from comparing a product's perceived

performance (outcome) in relation to his / her expectation. If the

performance falls short of expectation, the customer is dissatisfied. If

the performances exceed expectation the customer is highly satisfied

or delighted. "Customer satisfaction is the level of persons felt state

resulting from comparing a product perceived performance in relation

to the person's expectations."




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Maslow's need hierarchy theory

        Probably the most widely known theory of individual need and

motivation comes from Abraham Maslow, who was a clinical

psychologist in U.S.A, Maslow, he suggested that every individual

has a complex set of exceptionally strong needs and the behaviour of

an individual at a particular moment is usually determined by his

strongest need. According to psychologists, human needs have certain

priority. As the more basic needs are satisfied, the individuals seek to

satisfy the higher needs. If the basic needs are not satisfied, efforts to

satisfy the higher needs will be postponed. Maslow stated that people

have five basic levels of needs which they tend to satisfy in a

hierarchical fashion. He proposed that human needs can be arranged

in a particular order from the lowest level need to the highest level

need.

                                                                               SelfActualizationNeeds

                                                                Esteem Needs

                                             Social Needs

                       Safety Needs

Physiological Needs




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This need hierarchy can be explained as follows.

1. Physiological needs: '- These are some bodily needs comprising of

hunger, thirst, shelter, clothing, air and other necessities of life.

2. Safety needs:- In today's civilized society, a person is usually

protected from physical danger or threats of violence etc. so that the

safety and security needs dwell upon economic and job security,

security of source of income etc.

3. Social needs: - Social needs can be satisfied by being in the

company of friends, relatives or other group such as work groups or

voluntary groups.

4.Esteem Needs:- Fourth in the hierarchy of needs is ego or self

esteem needs which are concerned with self respect, self confidence,

recognition, appreciation, applause, prestige, power and control.

5. Self Actualization needs: - At the top of the hierarchy is the need

for any actualization or the need to fulfill what a person considers to

be the mission in his life.


Methods to measure customer satisfaction.

1. Complaint and Suggestion System: - A customer centered

organization would make it easy for its customer to deliver

suggestions and complaint. Complaint boxes are popular nowadays.


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2. Customer Satisfaction Survey:- Responsive companies obtain

direct measures of customer satisfaction by periodic surveys. They

sent questionnaires to a random sample of the customers to find out

how they feel about various aspects of the companies' performance

and also solicit views on the competitors' performance. It is useful to

measure the customers' willingness to recommend the company brand

to other persons. A high positive word of mouth score indicates the

company is producing his customer satisfaction.

3. Ghost Shopping:- Another useful way to gather a picture of

customer satisfaction is to hire persons to pose as potential buyers to

report their findings on strong and weak points they experienced in

buying the company's and competitors products. These Ghost

shoppers can even pose certain problems to list whether the

company's sales personnel handle the situation well.

4. Lost customer analysis: - Companies should contact customers

who have stopped buying or who have switched on to another

supplier to learn why that happened.


Customer Retention: -Today markets are totally different. These
are characterized by intense competition and the dividing line between

a service and a good among competitors is minimal. If there is service

parity among the different service providers then the customers risk

associated with brand switching is minimized. When a firm considers


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the cost associated with winning new customers, it is likely to realize

that to make profit and avoid the continuous cycle of price discount, it

is better to increase the lifetime spending                                         on          the existing

customers.            Customer             retention            is     far      more important than

customer attraction.


Benefits of customer Retention. Benefits of customer retention
can be listed as follows.

1. Profit derived from sales

        Customer retention can result in higher profits whatever might

be the type of service claim.

2. Profit from reduced operating cost

        Since long term customers know the service providers well,

they tend to have lower maintenance cost and require less attention.

3. Profit from referrals

      Customers retention can give rise the word of mouth advertising

by satisfied customers which can bring in new business. Companies

can retain the customers by providing a proper perspective of the

service to him, contacting him between service encounters. It can be a

typical birthday congratulations or an anniversary card.




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                                      CHAPTER – IV

                        INDUSTRY PROFILE

        State Bank of Travancore (SBT) was originally established as
Travancore Bank Ltd. in 1945 sponsored by the erstwhile Princely
State of Travancore. Under a special statute of the Indian Parliament
(SBI subsidiary Banks Act 1959) it has been made an Associate of the
State Bank of India and a member of the State Bank Group, the
largest banking group in India.

Regd. office/Head Office at: Poojapura, Trivandrum 695 012, Kerala
state, India

Highlights

   o      More than 60 years of dedicated service
   o      History of uninterrupted profits and Dividend payments
   o     130% dividend to shareholders
   o      Network of 726 branches and 460 ATMs spanning 16 states
        of the country
   o      Using World class technology through the implementation of
        100% Core Banking Solution
   o      Premier bank in Kerala state with 584 branches
   o      The Largest ATM Network in Home State
   o      Member of the Largest ATM network in the country

         Internet Banking, E-Payments, Utility Bill Payments, Fee
                                 payments, E-Commerce etc


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      A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
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 Social Responsibility

          550 Social circles provide selfless community service
          Free Medical Camps, Rehabilitation Programs, distribution of
           free wheel chairs
          Programs for improving the facilities of orphanages, care
           homes, geriatric centres
          Programs for the benefit of the student community
          Eco-friendly smoke - free offices

 Social Banking

           Being a public sector bank, we are committed to the policies of
 the Government for social development. We offer credit to the priority
 sectors and also the special schemes announced by the Government.

                                         Through the decades
                                              (Rupees in lacs)


Year => December December March March                                                       March          March
                      1971                 1981              1991            2001             2008          2009

Deposits              6449                49812            245426 1157279 3535389 4204192

Advances              4142                29711            133348 639750 2813662 3271093

Net
                         8                   27               400            9749            38611         60784
Profits

Branches               218                  475               608             671              710          726

Staff                 3275                 8199             12172           12172            11365         11365



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PRIORITY SECTOR LENDING

        The Bank is alive to its developmental role and actively
participates in meeting need-based requirements of Small Scale
Industry (SSI), Agriculture and Small business. It has consistently met
the benchmarks for priority sector advances stipulated by the
Government from time to time. More than 40% of net bank credit is to
the Priority sectors.

SMALL SCALE INDUSTRY

        The Bank attaches priority to this vital sector and encourages
technocrats and women entrepreneurs. Bank’s Technical Consultancy
Cell assists the small units in evaluation of techno-economic
feasibility of their projects. Bank has setup exclusive Small Scale
Industries (SSI) Branches for this sector.




AGRICULTURE

        The Bank caters to the needs of farmers through its rural and
semi-urban branches. We have setup specialised Agricultural
Development Branches (ADB) totally dedicated to agricultural
advances. The Bank also encourages allied activities such as dairy,
poultry, piggery, fishery, horticulture, etc., Schemes like Rabbit Plus
for Rabbit rearing, Kamadhenu for rearing of Calves and Heifers,
Ksheerasamrudhi for dairy farming and Matsya Plus for Fish farming
has been introduced. Farm mechanisation and Agro based industries
are given due attention too. We have also introduced Kisan Credit

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                                                                                                        2011

Card Scheme, for the farmers to purchase agricultural inputs and meet
other productive needs. Bank also has launched 'Annapoorna Scheme'
to extend assistance to tenant farmers who are holding only leasehold
rights over the land in which they cultivate. Large areas of fallow
lands are being brought under cultivation under this Scheme.

        Rural Training Institute for Micro Finance has been established
at Kalpetta in Wayanad district during the year 2005, for imparting
training to Micro entrepreneurs on an ongoing basis.

        Agricultural Centralized Processing Centre (Agri.CPC) started
at Palakkad to ensure prompt and speedy sanction of loans to the
eligible farmers in Palakkad District.

SPECIAL SCHEMES

        We actively participate in special schemes announced by the
Government like: PMRY (Prime Ministers Rozgar Yojana), Women
Empowerment scheme, Micro Credit - Self Help Groups scheme
etc. The Bank is actively involved in implementing Swarana Jayanthi
Shahari Rozgar Yojana which is aimed at providing self-employment
to the urban poor.

FINANCIAL INCLUSION

        'Janapriya Savings Account' - a special savings bank account,
without any restriction of minimum balance, was launched aiming at
financial inclusion and extending banking facilities to those so far
deprived        of it. Palakkad, Ernakulam, Alappuzha, Wayanad,



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   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
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Kasaragod, Kottayam, Pathanamthitta and Thiruvananthapuram
districts have been fully included under 'Financial Inclusion'.

Personal banking

        Personal Banking services are offered to general public
customers who wish to operate a bank account for different
purpose.

Deposit Schemes
        SBT have a number of deposit plans to suit convenience and
specific requirements of its customers. The customers can choose
from any of the following schemes that the bank offers.

Savings Bank Accounts

       Best suited for all classes of persons.
       Running account.
       Cheques, Drafts, Interest Warrants, Dividend warrants etc.., in
        Indian rupees and foreign currencies in the personal names of
        the depositors can be collected and credited to these accounts.
       Liberal withdrawal facilities.
       No Income Tax deduction at source on interest.
       Standing instructions for remittances of insurance premium,
        rent and similar payments carried out.
       Minors above 10 years can open and operate the account.
       Nomination facility is available




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  A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
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      Quarterly Average Minimum Balance to be maintained in SB
       accounts is Rs.1000/- with Cheque Book facility and Rs.500/-
       without Cheque Book facility
      Internet Banking/ATM/Mobile Banking Facilities are available

Current Accounts

      Running account with unlimited operational facilities.
      Minimum balance to be maintained is Rs. 3000/- for rural
       branches and Rs.5000/- for others.
      Monthly statement of accounts made available.
      Standing instructions for remittances of insurance premium,
       rent and similar payments carried out.
      Internet Banking Facility is available

Term Deposit Accounts

   Deposits for periods of 7 days to 120 months.
   Minimum deposit is Rs.1000/- and multiples Rs.100/-.
   Interest normally paid quarterly, half yearly, or yearly. Monthly
       payment can be had at discounted rates.
   Loans are available upto 90% of the deposit, with interest 1%
       above the deposit rate.
   Minors above the age of 10 can deposit upto Rs.200000/- in
       their names independently.
   Premature withdrawal permitted with applicable penalty.
   Ideal investment for earning regular quarterly income without
       disturbing principal, and with maximum liquidity and safety.
   The deposit will be renewed on due date for the same period.

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   TDS is applicable, 15H/15G to be submitted for exemption.

SBT Reinvestment Plan(Special Term Deposits)

      Term Deposit accounts with automatic reinvestment of the
       accrued interest at quarterly compounding till maturity of the
       principal. No interim withdrawal of interest and therefore
       investment multiplies.
      Loans upto 90%, with interest 1% above the deposit rates.
      Existing term deposit accounts can freely be converted to
       Special term deposit accounts and vice versa.
      Minors above the age of 10 can deposit upto Rs.2,00,000/- in
       their names independently.
      Ideal for maximum returns, long term investment with safety
       and liquidity.
      Premature withdrawal permitted with applicable penalty.
      TDS is applicable, 15H/15G to be submitted for exemption.

Unit Deposit Scheme

      Amount deposited is held in units of Rs.1000/- each.
      Accounts can be opened with Rs.10,000/- and thereafter in
       multiples of Rs.1000/-.
      The salient feature of the scheme is that it allows the depositor
       to withdraw the deposit partially in multiplies of Rs.1000/-
       without breaking his entire deposit.
      It can be opened as either Term Deposit or Special Term
       deposit accounts and interest payments are as applicable to
       those schemes.


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      Loans, Premature withdrawal and Nomination facilities are
       available.

Recurring Deposit Accounts

      Recurring deposit for periods ranging from 12 to 120 months
       with fixed monthly remittances.
      No Income tax deducted at source. Premature withdrawal is
       permitted.
      Minors above 10 years can open accounts in their name
       independently subject to the maturity value not exceeding
       Rs.2,00,000/-.
      Ideal for persons who can set apart a portion of their monthly
       earnings especially regular monthly income earners; Traders,
       pensioners etc. An easy way to save money.
      Loans, Premature withdrawal and Nomination facilities are
       available.
      Penalty is applicable for delayed remittance.

Variable Deposit Scheme (Super Surplus)

      Recurring deposit scheme for a period of 12 months to 120
       months, offers flexibility in the amount of monthly remittance.
      Depositor can fix their core monthly instalment from Rs.100 to
       Rs.10000/p.m.
      Depositor can vary the monthly instalments and can deposit
       upto 10 times the agreed core amount subject to maximum of
       Rs.100000/ per month.




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       One remittance per month. No insistence on regular monthly
        payment.
       Interest credited to the account half yearly.
       Minors over 10 years can open in their name singly provided
        the maturity value does not exceed Rs.2,00,000/-.
       No penalty for delayed remittance but if the number of
        remittance is less than 10 per year Rs.10/- will be levied as
        penalty.
       Ideal for persons whose monthly savings vary from month to
        month and for those seeking flexibility in remittances.
       Loans, Premature withdrawal and Nomination facilities are
        available.

Personal Loan Products

SBT we have a number of lending products to meet customers varied
needs of funds.

Cash Key facility

       The most convenient method of obtaining advance against
        deposits.
       Unlimited withdrawals permitted in a Current account upto 90%
        of the deposit amount and interest accrued.
       Cheque book facility is available.
       Interest charged on these loans will be 1% above the interest
        rate allowed on the deposit irrespective of the amount, rate of
        interest and period.




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Gold Loans

Conventional

       Loans against Gold ornaments.
       Rs.1250 per gram of gold for all types of jewellery (including
        hall marked jewellery).
       Amount of Loan - Maximum 10 lacs
       Period of loan - 6/12 months and can be further renewed
       Simple easy documentation.

Liquid gold - SBT Gold overdraft

       Overdraft facility against pledge of Gold ornaments, operated as
        a running account with facility of cheque book.
       Rs.1250 per gram of gold for all types of jewellery (including
        Hall marked jewellery)
       Amount of Loan - Maximum 10 lacs
       Loans are granted for 6/12 months and can be further renewed.

Housing Loan

        The purpose of housing loan is for construction, purchase /
repair / renovation / alteration of a house or for purchase of a plot for
the construction of a house.

Persons Eligible

 i.     All Resident / Non-Resident Indians with a regular monthly
        income


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 ii.    Spouses of Non-Residents, who are residents and receiving
        regular monthly income.
iii.    Salaried persons, self employed businessmen, professionals and
        agriculturists, who have regular monthly income and who have
        a minimum of three years of standing / experience in their line
        of activity.
iv.     The age should be such that the borrower is able to close the
        account before he attains the age of 70.

Amount of Loan

  i.    60 times of Net monthly income (NMI)/ Average monthly
        income (AMI) for individuals upto 45 years of age.
 ii.    48 times of Net monthly income (NMI)/ Average monthly
        income (AMI) for individuals over 45 years of age

        However the repayment obligation is restricted to Maximum
        60% of the NMI/AMI.

        Maximum amount of the loan is Rs.300 lacs.

Gyan Jyothi Education Loan

        The scheme provides financial assistance to deserving
meritorious students to pursue higher education in India and abroad

Purpose

        To meet the tuition and other fees \Examination \Library
\Laboratory fee, cost of books\purchase of Computers \equipments
\instruments \uniforms and the cost of passage for studies

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abroad. Caution Deposit, Building Fund, Refundable deposit subject
to 10% of the Tuition Fee. Any other expenses required to complete
the course like study, tours, project work, thesis etc. also be financed.

Sahaya Varsha

        A clean demand loan to meet your short term funds/ financial
needs for various purchases/emergent requirements such as marriage,
family functions, travel, education, expensive medical treatment,
operation etc.

Suvidha Loan

        Loan against mortgage of immovable property. For personal
needs such as marriage related expenses, foreign travel, medical
expenses etc.

Prasanthi

        All Central Civil, Defense, Railway, Telecom, KSRTC (Kerala
State Road Transport Corporation), KSEB, KWA, Kerala Agricultural
University, State and Bank Pensioners whose pension accounts are
maintained at our branches. Pension accounts include those accounts
to which Bank acts as the Pension Disbursing Officer and those
accounts to which pension amounts are received from DPDO.

Computer Loan

        For purchase of home computers/PCs and other accessories like
Printer/UPS etc.



   27
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

Car Loan

        It is provided for both NRI and residential. Salaried and other
regular income earners with a minimum of 2 years standing/
experience in their line of activity can apply. Loan to spouse of NRIs
is based on the monthly income of the NRI.

Two Wheeler Loan

        Salaried            employees/pensioners,                       who           are        maintaining
salary/pension accounts with us where recovery of installment at
source is possible.

NRI SERVICES

       Rupee Drawing Arrangements with 22 Exchange Companies
        and one bank.
       Money Trans - provides faster and speedy remittance facility
        from 6 exchange companies
       SMS Alert facility for customers in Gulf Countries
       Centralised NRE Savings Bank Account Opening at NRI
        Branch Ernakulam
       NRI Helpdesk for resolving problems faced and attending
        complaints of NRIs




   28
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                     2011

                                     Management




                     Our organisational structure




29
    A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                         2011

                                              Chapter V

DATA ANALYSIS AND INTERPRETATIONS

                                              Table No. 1

                       Analysis of Age of the respondents


       Age Group                                       No                                Percentage


            18-25                                        8                                     16%


            25-40                                       30                                     60%


      40 and above                                      12                                     24%


             Total                                      50                                    100%


 Source : Primary data


 Interference

         According to this table 60% of customers who are having SBT

 Bank account were belonging to the age group between 25-40. 24%

 belongs to the age group of 40 and above, 16% of customers belong to




   30
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

the age group of 18-25. It shows that the most of SBT Bank account

users are from the age group of 25-40.


                                             Figure No.1


                        Analysis of Age of the respondents


                                       60
     60


     50


     40
      Percentage




     30
                                                               24
     20            16

     10


         0
                        18-25                24-40              40 and above
                                                            Age




  31
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                             Table No. 2
                                    Gender of customers

            Sex                                       No                               Percentage


            Male                                       32                                     64%


          Female                                       18                                     36%


           Total                                       50                                    100%


Source: Primary data


Interference
      The table reveals that about 64% of the customers were males

and only 36% of the customers were females.




  32
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                     2011

                                             Fig No. 2

                                 Gender of customers




                          Female, 36%




                                                                     Male, 64%




33
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                             Table No. 3

                            Occupation of the customers


      Occupation                                       No                               Percentage


         Students                                       3                                      6%


       Employees                                       31                                     62%


         Business                                      10                                     20%


           Others                                       6                                     12%


            Total                                      50                                    100%


Source : Primary data


Interference

      It explains that 62% of customers are employees.                                                  20% of

customers are doing business. 12% of customers are belonging to

other category and only 6% of the customers belong to the category of

students.




   34
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                     2011

                                         Figure No. 3

                         Occupation of the customers




                                                         Students
                                                            6%
                                        Others
                                         12%

            Business
              20%



                                                                              Employees
                                                                                62%




35
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                              Table No.4

                             Income group of customers


   Income Group                                       No                                Percentage


    Below 10,000                                       11                                     22%


    10,000-15,000                                      26                                     52%


    15,000-20,000                                       9                                     18%


    Above 20,000                                        4                                      8%


            Total                                      50                                    100%


Source : Primary data


Interference


      The table shows that 52% of the respondents are of the monthly

income group of 10,000-15,000. 22% of the customers are in the

income group of below 10,000. The table also shows that 18% of the

customers from the income group of 15,000-20,000 and only 8% of

respondents belongs to the income group of above 20,000.


  36
  A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                       2011

                                           Figure No. 4


                            Income group of customers


             60

                                                     52
             50
Percentage




             40


             30

                            22
             20
                                                                               18

             10
                                                                                                       8

             0
                  Below 5000              5000-10000              10000-15000              Above 15000

                                                 Income group




 37
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                              Table No 5
                      Term of 0peration of SBT account




                                                                                         Percentage
           Years                                       No


   Less than 1 year                                    10                                       20%

        1-3 years                                      12                                       24%

        3-5 years                                      21                                       42%

    Above 5 years                                        7                                      14%

            Total                                      50                                      100%


Inference

        From the above table, 20% of the respondent is operating SBT

account for less than 1 year, 24% have been operating for about one to

three years; 42% have operates the account for 3 to 5 years; and 14%

have been operating for more than 5 years.




  38
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                     2011




                                             Fig No 5
                   Term of 0peration of SBT account




                                                                                      Less than 1 year
                                                                                      1-3 years
                                                                                      3-5 years
                                                                                      Above 5 years




39
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                              Table No 6
        Withdrawal service preferred by the customers

        Opinion                                       No                               Percentage


           ATM                                        36                                     72%


           Bank                                       12                                     24%


   Online Banking                                      2                                      4%


  Mobile Banking                                       0                                      0%


           Total                                      50                                    100%



Interference
      Of the 50 customers interviewed 72% of the customers preferred

to use ATM for cash withdrawal, 24% preferred direct bank service,

4% preferred online banking service for various transactions.




  40
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                      2011



                                           Table No 6
     Withdrawal service preferred by the customers




          72%




                                        24%




                                                                      4%
                                                                                                     0%

          ATM                          Bank                   Online Banking               Mobile Banking




41
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                               Table No 7

   Customer satisfaction with Withdraw cash from SBT ATM



         Opinion                                       No                                 Percentage



             Yes                                        38                                      76%



              No                                        12                                      24%



            Total                                       50                                     100%



Interference
        76% of the customers who used ATM service for cash

withdrawal was able to withdraw cash from ATM’s, but 24% says

they could not withdraw cash as and when needed.




  42
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                     2011




                                          Figure No 7
Customer satisfaction with Withdraw cash from SBT
                       ATM




           No
          24%




                                                                                                     Yes
                                                                                                     76%




43
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                              Table No 8
  Customers Opinion about Queue’s in Front of ATM’s


         Opinion                                       No                                Percentage


             Yes                                       33                                      66%


              No                                       17                                      34%


            Total                                      50                                     100%




Interference

          A majority 66% of the customers had the opinion that they had

to wait in queue in front of ATM for cash withdrawal, and 34% have

said that they need not wait in queue in front of ATM for cash

withdrawal.




  44
 A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                      2011

                                           Figure No 8
Customers Opinion about Queue’s in Front of ATM’s




70%


60%


50%


40%
                       66%

30%


20%                                                            34%


10%


0%
                          Yes                                          No




 45
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                              Table No 9
  Customers opinion about Customer relation By bank



          Opinion                                        No                                  Percentage

         Excellent                                        42                                       84%

             Good                                          6                                       12%

       Satisfactory                                        2                                        4%

              Bad                                          0                                        0%

             Total                                        50                                      100%


Interferences

With the banks customer relation 84% of the customers says the banks

is excellent, 12% say good, 4% say satisfactory, and none said it was

bad.




  46
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                     2011

                                          Figure No 9
Customers opinion about Customer relation By bank




            84%




                                     12%

                                                                4%
                                                                                         0%

      Excellent                   Good                  Satisfactory                  Bad




47
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                             Table No 10
  Customers opinion about deposit schemes of the bank

         Opinion                                       No                                Percentage


         Excellent                                      34                                     68%


            Good                                        11                                     22%


       Satisfactory                                      5                                     10%


             Bad                                         0                                      0%


            Total                                       50                                    100%



Interference

68% of the respondents said, the bank had excellent deposit schemes;

22% said good; 10% had a satisfactory response; and none had a bad

response.




  48
 A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                      2011

                                             Fig No 10
Customers opinion about deposit schemes of the bank



                  68%

70%


60%


50%


40%

                                         22%
30%

                                                               10%
20%


10%                                                                                    0%


0%
            Excellent                Good              Satisfactory                Bad




 49
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                             Table No 11
               Customers opinion about bank premises

         Opinion                                        No                                Percentage

         Excellent                                      32                                      64%

            Good                                        12                                      24%

       Satisfactory                                      4                                       8%

             Bad                                         2                                       4%

            Total                                       50                                     100%


Interference

About the bank premises, 64% of the respondents gave an excellent

response; 24% said it had a good premises, a satisfactory response was

given by 8% of the respondents and notable 4% responded as bad

premises




  50
 A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                      2011

                                             Fig No 11
             Customers opinion about bank premises


70%
                64%

60%



50%



40%



30%
                                          24%

20%



10%                                                                  8%
                                                                                                4%

0%
             Excellent                    Good                  Satisfactory                   Bad




 51
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                             Table No 12
    Customers opinion about Financial advice By bank

         Opinion                                       No                                Percentage


         Excellent                                      28                                     56%


            Good                                         8                                     16%


       Satisfactory                                      8                                     16%


             Bad                                         6                                     12%


            Total                                       50                                    100%


Interference

The bank gives excellent financial advice since, 56% of the

respondents responded so. And 16% say it is good and satisfactory

respectively; 12% say it is bad.




   52
 A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                      2011

                                           Table No 12
  Customers opinion about Financial advice By bank




60%                56%



50%


40%


30%


20%                                        16%                     16%
                                                                                           12%

10%


0%
             Excellent                 Good                Satisfactory                 Bad




53
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                             Table No 13
 Customers Opinion About the attitude of the employees




         Opinion                                      No                               Percentage




         Friendly                                     24                                     48%



       Supportive                                     13                                     26%



       Aggressive                                     13                                     26%



            Total                                     50                                    100%



Interference

48% of the respondents said that attitude of the employees was

friendly, 26% said they were supportive and aggressive respectively.




  54
 A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011



                                          Figure No 13
Customers Opinion About the attitude of the employees




  Aggressive
     26%
                                                                                                      Friendly
                                                                                                        48%




   Supportive
      26%




 55
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

                                             Table No 14
   Customers satisfaction on maintaining SBT account


        Opinion                                       No                               Percentage


        Satisfied                                     50                                    100%


     Not Satisfied                                     0                                      0%


           Total                                      50                                    100%



Inference

100% of the account holders are satisfied with SBT Bank Account.


                                                Fig No 14

         Customer’s satisfaction on maintaining SBT account

                                100%




                                                                        0%



                         Satisfied                            Not Satisfied




  56
     A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                          2011

                                             Chapter VI

          FINDINGS AND SUGGESTIONS


FINDINGS


1.      About 60% of the respondents belonging to the age group of 25-
        40, which constitute majority of the account holders.

2.      The study reveals that about 64% of the account holders are
        male. It shows the dominance of male customers.

3.      This analysis reveals that about 62% of the customers are
        employees of Government as well as private organisations. It
        shows that out of the total customers, the employees have more
        share than the students, Professionals and business men.

4.      About 52% of the total respondents have a monthly income of
        5,000- 10,000 and it is higher than the group of 10,000-15,000
        which posses only 18% of the total customers.

5.      The study reveals that about 42% of the account holders are
        maintaining SBT account between 3-5 years.

6.      The study reveals that 72% of the customers preferred to use
        ATM for cash withdrawal. Even though people can withdraw
        cash from an ATM much faster 24% of the respondents preferred
        to use direct banking service.


     57
      A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                           2011

7.        76% of the customers who used ATM service for cash
         withdrawal was able to withdraw cash from ATM’s, but 24%
         says they could not withdraw cash as and when needed.
8.       With the banks customer relation 84% of the customers says the
         banks is excellent, 12% say good, 4% say satisfactory, and none
         said it was bad.
9.       68% of the respondents said, the bank had excellent deposit
         schemes; 22% said good; 10% had a satisfactory response; and
         none had a bad response.
10. The bank gives excellent financial advice since, 56% of the
         respondents responded so. And 16% say it is good and
         satisfactory respectively; 12% say it is bad.

11. About the bank premises, 64% of the respondents gave an
         excellent response; 24% said it had a good premises, a
         satisfactory response was given by 8% of the respondents and
         notable 4% responded as bad premises.
12. The bank gives excellent financial advice since, 56% of the
         respondents responded so. And 16% say it is good and
         satisfactory respectively; 12% say it is bad.
13.       The study reveals that 48% of the respondents said that attitude
         of the employees was friendly, 26% said they were supportive
         and aggressive respectively.
14. The study reveals that 100% of the account holders are satisfied
         with SBT Bank Account.




     58
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

SUGGESTIONS

        On the basis of the findings of the study, the following
suggestions can be put forward for increasing customer satisfaction
and their by increasing the number of customers.

1. The Bank can conduct training and awareness programme for using
  ATM facilities.

2. A seminar can be conducted for customers for informing them
  about online banking services and mobile banking services. So it
  will be helpful for customers for easy money transfer and easy
  transactions.

3. General people should be educated on money saving habits.

4. Conduct seminars on various deposit schemes offered by the bank.

5. The Bank should add more counters and drop in boxes.

6. Various deposite and pay in slips should be maintained without
  shortage.

7. The Bank can increase the number of ATM counters.

8. The ATM counters should be well maintained so people can
  withdraw cash at any time.

9. Conducting economic survey is an aid to promote business.

10. More advertisement can be given for promotional activities.

11. Attitude towards the customers is an important part in the business.


  59
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

    So management should take initiative to it.

12. Continuous contact (through phones, mail or person) are preferred
    by the customers. So it will strengthen the relationship between
    customer and the management.




  60
    A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                         2011

                                             Questionnaire

   A Study on the “Customers Satisfaction of SBT ” with Special
            Reference to SBT Karunagapally Branch

Name:.......................................................

Address:…..……………………………………………………………
…………………………………………………………………………
…………………………………………………………………………

Age: a) 18-25                  b) 25-35              c) 35-50             d) Above 50

Sex: M/F

    1. Occupation
               Students
               Professionals
               Business
               Others

    2. What type of account do you have?
               Saving Bank account
               Current Account
               Fixed Account
               Recurring Deposit

    3. How long have you been operating SBT Bank account?
               Less than 1 year
               1 to 3 years
               3 to 5 years
               Above 5 years




    61
  A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                       2011

  4. Which service do you use often?
             ATM
             Bank
             Online Banking
             Mobile Banking
  5. Do you have ATM cum Debit Card?
             Yes
             No

  6. Are you able to withdraw cash from SBT ATM?
             Always
             Not Always

  7. Do you need to wait in queue to withdraw cash from ATM
             Yes
             No

  8. Do you find it easy to get loan from your bank?
             Yes
             No

  9. How do you rate the following
Sl.
                 Attribute                  Excellent            Good           Satisfactory           Bad
No
1       Customer Relation

2       Deposit Scheme

3       Bank Premises
        Online Banking
4
        Service
5       Financial Advice




 62
      A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                           2011



10.        Did you get any priority
                 Yes
                 No
11. How was the attitude of the bank employees towards you?
                 Friendly
                 Supportive
                 Aggressive

12.Do you need to wait in queue for various bank transactions?
                 Yes
                 No

13.Are you satisfied with the clearance of outstation Cheques?
                 Yes
                 No

14.Did you get personal attention in the bank?
                 Yes
                 No

15.Which sector bank do you prefer?
                 New Generation Banks
                 Central Govt. Banks
16.Have you been to a new generation banks?
                 Yes
                 No
17.Do you have an account with a new generation bank?
                 Yes
                 No

  63
   A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                        2011

 18.How do you rate the service of a new generation bank
              Excellent
              Good
              Satisfactory
              Bad


 19.Do you have taken
              Housing Loan
              Vehicle Loan
              Personal Loan
              Other Loan
              No Loan

 20.Will you recommend your friend or relative to open an account
    with SBT?
              Yes
              No

21. Are you satisfied with the banks service
              Yes
              No


             Your suggestions:
             ……………………………………………………..

             ………………………………………………………………

             …………… .


       THANK YOU FOR SPENDING YOUR VALUABLE TIME.

   64
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch
                                                                                                      2011

                                   BIBLIOGRAPHY

 Agarwal Sangeeta, "Marketing Management", Global business
     Press, 1998, First edition reprint.

 Gupta Santhosh, "Research Methodology and Statistical
     Techniques", Deep publications, New Delhi, 1999.

 Kotler Philip, "Marketing Management", Prentice Kail of India
     Private Ltd, New Delhi, 2002, Tenth Edition

 Levine. M. David, Krebbiel. C. Timothy, Berenson. L. Mark,
     "Business Statistics", Pearson Education, Second Edition.

 Malhotra. K. Naresh, "Marketing Research", Pearson Education
     Asia, 2001, Third Edition.

 Ramesh Kumar. S., "Marketing Nuggets", Vikas Publications
     House Private Ltd, 1998.

 Saxena Rajan, "Marketing Management", Tata Me Graw Hill
     Publication Company Ltd, New Delhi, 1997, 8.                                                     Tull. S.
     Donnald            and        Hawkins.            I.     Del,        "Marketing                 Research,
     measurements and Methods", Prentice - Hail of India Private
     Ltd, New Delhi, 1998, 6th Edition.

Websites :-

                www.sbt.com




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